Lay Down Thy Devices And Communicate Better


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I’ve been thinking a lot about multitasking since reading a blog post by Jeff Toister entitled “Why Multitasking Hurts Customer Service.” For the longest time, I have hired customer service representatives based partially on how well they say they can multitask. Listen closely for the sound of glass shattering and I come to this realization that perhaps focus is the skill we should actually be hiring for and multitasking is a complete farce.

For typical meetings around our office, I often show up with my computer and my phone. What’s better than looking busy (and important) in front of my coworkers and boss right? If some of the discussion or subject matter in the meeting doesn’t involve me, perhaps I can get a little bit of work done. Here’s the problem with that. Inevitably I get sucked into some long email conversation when someone turns to me and asks “Jeremy, what do you think.” To which I respond “Duh…..can you repeat the question?” Way to look good in front of your coworkers right?

Active listening is such a critical ingredient in awesome customer service both internally and externally and meetings are no exception. By asking people to repeat themselves or simply failing to effectively engage in discussion because I chose to direct my attention elsewhere, I am wasting everyone’s time. This is disrespectful and communicates to a person that they are unimportant and have no value.

That’s why I have chosen to leave my laptop on my desk and disable the internet on my phone during meetings. My arsenal now includes a pen, a notepad, my ears, mouth and eyes and a laptop only if it’s absolutely critical to the meeting. I encourage you to do the same.

If you’re like me and don’t particularly enjoy meetings, this is one way to make them more efficient and effective, leaving you with more time for your other work. If we ever have the pleasure of meeting together, you now have my permission to confiscate my devices if I don’t give you my complete and undivided attention.

Republished with author's permission from original post.

Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.


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